Designing a Customer Service Strategy
Everyone
- 7 videos | 18m 17s
- Includes Assessment
- Earns a Badge
- CPE
- PMI PDU
There are several defining moments, or moments of truth, that can make or break every service transaction. To successfully navigate these moments of truth in customer relationships, it's important for service organizations to add value to a customer's experience by creating and implementing strong, clearly defined client service (CS) standards. In this course, you'll learn about techniques used to shape the direction of customer service in an organization, including mapping, researching, taking action on, and evaluating moments of truth. You'll also learn how to develop and implement a customer service strategy to achieve service excellence.
WHAT YOU WILL LEARN
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Recall the importance of managing moments of truth
Recognize how to map and research moments of truth to improve the customer experience
Identify examples of guidelines for taking action on and evaluating moments of truth -
Recognize examples of effective customer service standards
Identify examples of steps in the customer service standard development process
Recall the process for staying tuned into customers' needs
IN THIS COURSE
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40s
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3m 5s
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3. Mapping Customer Service Moments of Truth2m 55sLearn how to recognize moments of truth and how to map and research them to improve the customer experience. FREE ACCESS
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4. Taking Action on Customer Service Moments of Truth2m 47sIn this video, you will learn how to identify examples of guidelines for taking action on and evaluating customer service moments. FREE ACCESS
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5. Creating Customer Service Standards2m 44sDuring this video, you will learn how to recognize examples of effective customer service standards. FREE ACCESS
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6. Implementing Customer Service Standards2m 45sDiscover how to identify examples of steps in the customer service standard development process. FREE ACCESS
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7. Developing a Dynamic Customer Service Strategy3m 20sIn this video, you will learn how to recall the process for staying tuned into customers' needs. FREE ACCESS
EARN A DIGITAL BADGE WHEN YOU COMPLETE THIS COURSE
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